Complaint #24
Fantasino Casino
Withdrawal cut by £1,589.81
7 years ago
I signed up with Fantasino, deposited £100 and received a £100 casino welcome bonus. Their terms states that the maximum redemption for bonus promotions is €5000 or currency equivalent.
I won £2,689.81, however I only received £1,100 as ‘cash’ once the wagering requirement was met.
I asked on live chat where my extra £1,589.81 and the operator said that she did not know, then she said a while later that the cap was £1,000. So the rest of my money was not given to me.
This is not what the term says. The term reads:
‘A maximum win of €5000 (or its equivalent in other currencies) is imposed on the bonus promotions. The player will automatically forfeit any winnings above €5000.’
I have attached a picture of the term.
Please help Ask Gambler.
I have seen that the Gambling Commission have started enforcement action where firms have misleading/ unfair bonus terms. I will raise this with the Gambling Commission if I do not get my money.
I won £2,689.81, however I only received £1,100 as ‘cash’ once the wagering requirement was met.
I asked on live chat where my extra £1,589.81 and the operator said that she did not know, then she said a while later that the cap was £1,000. So the rest of my money was not given to me.
This is not what the term says. The term reads:
‘A maximum win of €5000 (or its equivalent in other currencies) is imposed on the bonus promotions. The player will automatically forfeit any winnings above €5000.’
I have attached a picture of the term.
Please help Ask Gambler.
I have seen that the Gambling Commission have started enforcement action where firms have misleading/ unfair bonus terms. I will raise this with the Gambling Commission if I do not get my money.
Hi Absikal,
Thank you for your question.
Our apologies for the confusion, but you are looking at the wrong domain. You are probably reading www.fantasino.com/en (International version). The British version of Fantasino (www.fantasino.com/gb) clearly says that the maximum win of the Welcome Bonus is 1,000 GBP.
If there is any other question, kindly let us know.
Best Regards,
Fantasino Team
Thank you for your question.
Our apologies for the confusion, but you are looking at the wrong domain. You are probably reading www.fantasino.com/en (International version). The British version of Fantasino (www.fantasino.com/gb) clearly says that the maximum win of the Welcome Bonus is 1,000 GBP.
If there is any other question, kindly let us know.
Best Regards,
Fantasino Team
Fantasino Casino Complaint Stats
Resolved
10 / 11
Avg. Amount
$1,102
Avg. Complaint Duration
11 days
Avg. Response Time
2 days
Fantasino Casino Complaint Summary
Most user complaints about this operator fall under the Payment category.
So far, 9 out of 10 complaints in this category have been resolved.
This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.
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